Providing a course on customer care is not enough; your team needs to practice what they’ve learned
The variety of training programs on offer is endless. We have at our fingertips thousands of courses on every conceivable topic and for all kinds of people. This is also the case with customer care: there are a host of courses on offer, but how many actually allow you to practice what you’ve learned?
While content is important in a training course, it is not everything: your team needs to practice. And the best way to practice something is to do it, which is why simulators provide an excellent opportunity to learn and master a skill through practice.
Simulators: learning by doing
Failure is part of any learning process. We all make mistakes when we do something for the first time, which is why it is important to be able to learn without having to worry about messing up. And this is only possible if the learning process takes place in a risk-free environment.
Simulators allow you to practice real-life situations within a safe environment. In other words, you can learn through practice without having to worry about making mistakes because they won’t have a real impact.
We at Gamelearn are convinced that the best way to develop soft skills is through courses that have a simulation component, such as video games. Management skills are extremely important for the performance of everyday tasks (both in personal and professional life), however they cannot be learned through theory alone.
Acquiring skills such as empathy, decision-making, time management, leadership, and applying skills like negotiation and conflict resolution require practice. And let’s not forget that these soft skills are, moreover, poised to become the most in-demand skills over the next five years.
Practicing Customer Care
At some point, all organizations have to be accountable to their customers. Customer service plays a key role in shaping the public’s perceptions of a brand, product or service and, by extension, business success.
Let’s not fool ourselves: there are a dizzying number and variety of courses on customer care available; some online, some even free, but very few have a practical component and can truly be applied.
Therefore, when providing training on customer care, it is essential to choose a program that combines quality content with the opportunity to practice what you learn. Remember: your team needs to practice if they are to really understand the importance of customer care and know how to make it work for your company.